Customer Support SpecialistAllegiance

We're seeking a ?Can-Do? individual who is the right mix of customer advocate, product champion, and problem-solving enthusiast. You've got to love our software but love our clients even more!

Self starters will soon possess thorough product knowledge and operate under minimal supervision. You must have a proven track record in learning new technology and empowering clients to do the same. This position is both people and product-oriented and owns the awesome responsibility of keeping our clients happy and carrying on a tradition of excellence in customer support.
Responsibilities:

Day-to-day responsibilities include the following:

Deliver knock-your-socks-off service to clients
Provide technical support and training to users on software-related needs/questions in a professional, kind and tactful manner via email, phone calls, and web conferencing
Present technical concepts in a clear manner to clients through email, phone calls, and web conferencing
Communicate sometimes-complex technical details to a non-technical audience
Identify, resolve, and communicate client and product satisfaction issues to management
Create user accounts and other system administrative tasks
Perform problem analysis resulting in resolution of product-related problems, including the appropriate referral to other service areas, follow-up, testing, troubleshooting, and the identification of bugs and enhancements. As a part of troubleshooting, you may be responsible for reproducing the client's environment, suggesting workarounds, and working with Development to provide patches.
Log all support incidents
Contribute FAQ content to the product knowledge base for our client self-support website

Desired Skills:

Shifts are Monday through Friday between 6:00am and 9:00pm
Must be able to rotate being on call 24/7 with other agents
Independent thinker, creative problem solver, quick learner
Solid technical skills
Excellent written and verbal communication skills
Proven ability to listen and empathize with a client?s situation
Must be an enthusiastic and positive individual who enjoys interactions with others
Must be extremely organized and able to effectively manage multiple projects at the same time
Self motivated, flexible, and adaptable
Ability to work under the constraints of strict deadlines and short turnaround times
Work in a team environment

Education & Qualifications:

Prefer Bachelor?s degree (experience may be substituted for degree)
Minimum of two years experience in technical/customer support

Application Procedure:

Please email a cover letter and resume to jobs@allegiance.com and reference the Customer Success Manager position.
Company Background:

Allegiance, Inc. is the premier provider of Enterprise Feedback Management (EFM), solutions that drive growth and increased profitability through improved customer and employee loyalty and engagement. The Allegiance Engage Platform is a suite of web and phone-based solutions and best practices that allows companies to measuring and managing customer and employee engagement across the enterprise. The components of The Engage Platform are customizable to each company?s needs, and offer management tools and predictive analytics that link customer and employee engagement to real business outcomes. Allegiance serves customers of all sizes across a variety of industries. Allegiance is a privately owned company based in South Jordan, Utah. For more information about Allegiance, visit http://www.allegiance.com .
Notice:

The jobs at Allegiance are dynamic. The above statements are intended to describe the general nature and level of work necessary for this position. It is not intended as an exhaustive list of all responsibilities, duties, or skills required and should not be construed as a complete job description. Allegiance is an Equal Opportunity Employer.

Location:

10713 South Jordan Gateway
Suite 120
South Jordan, UT 84095
United States